IT Service Management Analyst

American Public Education, Inc. (APEI)•,

About The Position

The IT Service Management Analyst coordinates, operates, analyzes, and improves the processes used to deliver enterprise technology services effectively and efficiently. The role leads day-to-day major incident, change, problem, service level, and operational reporting activities; uses service data to identify improvement opportunities; and supports technical projects through structured planning, coordination, risk tracking, and stakeholder communication. The analyst partners with service desk, infrastructure, application, security, vendors, and business stakeholders to improve service delivery, process adoption, accountability, and outcomes. The role may support technical projects as a project coordinator or technical project manager, helping organize work and keep technical initiatives on track.

Requirements

Three or more years of experience in IT service management, IT operations, service delivery, technical project coordination, or a related role.
Practical experience supporting major incident, change, problem, request, or service level management processes in an enterprise environment.
Experience coordinating high-priority incidents, facilitating technical calls, engaging resolver teams, maintaining action logs, and communicating status to varied stakeholders.
Experience reviewing change records, assessing completeness and operational risk, facilitating CAB activities, and tracking decisions and follow-up actions.
Working knowledge of root cause analysis and problem management practices, including the 5 Whys and tracking corrective and preventive actions.
Ability to build, interpret, and communicate operational reports, service metrics, SLA performance, trends, exceptions, and improvement opportunities.
Experience using an enterprise IT service management platform such as ServiceNow, Salesforce, or a comparable solution.
Working knowledge of ITIL practices and the relationships among incident, major incident, problem, change, request, knowledge, configuration, and service level management.
Project management or technical project coordination experience, including schedules, milestones, dependencies, risks, issues, action items, status reporting, and stakeholder coordination.
Ability to manage multiple priorities, remain organized during outages or high-pressure situations, and drive follow-up without losing accuracy or accountability.
Strong facilitation, analytical, customer service, documentation, and written and verbal communication skills.
Bachelor's degree in information technology, business, project management, or a related field preferred; equivalent education and relevant experience considered.
Collaborates: builds and maintains effective partnerships with team members and stakeholders, working collaboratively to achieve shared goals and resolve challenges effectively.
Communicates Effectively: delivers clear, concise, and tailored communications through various modes to meet the needs of diverse audiences.
Customer Focus: cultivates strong relationships with internal and external customers by actively listening to their needs and providing timely, customer-centric solutions.
Demonstrates Self-Awareness: regularly seeks and incorporates feedback from peers, leaders, and stakeholders to understand and address personal strengths and areas for growth.
Ensures Accountability: consistently meets deadlines and delivers on commitments, ensuring work quality and alignment with organizational standards.
Innovation & Improvement: encourages forward-thinking solutions, process improvements, and a culture of learning to enhance efficiency and team effectiveness.

Nice To Haves

Experience improving ITSM workflows, reporting, dashboards, process controls, or automation.
Familiarity with Agile or traditional project delivery methods and tools used to manage technical work.
ITIL Foundation certification preferred.
Relevant project management or IT service management platform certification is desirable.
Bachelor's degree in information technology, business, project management, or a related field preferred.

Responsibilities

Coordinate end-to-end major and critical incident response from initial alert through service restoration and closure, ensuring urgency, structure, documentation, and stakeholder engagement.
Monitor priority incident alerts; validate incidents; initiate and facilitate SWARM or incident bridge calls; publish meeting information; and engage required technical and support teams.
Maintain incident timelines, decisions, actions, risks, business impacts, and restoration updates; coordinate outage and resolution communications through the appropriate approval process.
Coordinate post-incident follow-up, including linkage to problem records and root cause analysis when appropriate.
Administer change management by reviewing submitted change records for completeness, implementation readiness, risk, impact, testing, validation, communication, and rollback information.
Return incomplete change submissions for correction; prepare and facilitate Change Advisory Board (CAB) meetings; document decisions; and coordinate approved, rejected, deferred, or on-hold changes.
Coordinate problem management following priority or major incidents, request root cause analyses from responsible teams, and track completion within established expectations.
Facilitate root cause analysis reviews using structured methods such as the 5 Whys; document findings, corrective actions, owners, and target dates; and return incomplete analyses for rework.
Monitor service performance against service level agreements and operational targets, identify exceptions or trends, and coordinate follow-up with service owners and resolver teams.
Produce daily, weekly, and monthly operational reporting covering incidents, changes, problems, service levels, risks, aging work, recurring issues, and improvement actions.
Analyze service data and process performance to identify recurring failures, control gaps, bottlenecks, and automation opportunities; recommend and help implement measurable improvements.
Maintain ITSM procedures, process documentation, templates, knowledge articles, calendars, action logs, and governance records in the approved IT service management platform.
Support technical projects as a project coordinator or technical project manager by helping define scope, milestones, dependencies, risks, issues, decisions, resources, communications, and delivery status.
Coordinate project meetings, action items, testing readiness, implementation activities, and cross-functional follow-up to keep technical initiatives organized and on track.
Partner with service desk, infrastructure, application, security, vendors, and business stakeholders to improve service delivery, process adoption, accountability, and outcomes.